Support Engineer
As a Senior Support Engineer at Clutch, you’ll play a key role in helping our clients succeed. From tackling technical issues to troubleshooting complex problems, you’ll be the go-to person for diagnosing issues, making configuration and decisioning workflows changes, pulling data reports, and keeping communication clear and professional to build trust.
You’ll work with logs, database queries, scripts, data reports, and plenty of troubleshooting—perfect for someone who loves digging into the details!
This role is great for those with strong technical skills, great communication, and a knack for solving problems while supporting customers and teammates.
Key responsibilities
// Within 3 months, you will: Get familiar with Clutch’s platform, processes, tools, and workflows Shadow senior team members to learn how to handle common customer interactions and internal escalations Start managing straightforward support cases and simple internal tickets with guidance Manage basic configuration changes and rate sheet updates with the team's help
// Within 6 months, you will: Take ownership of customer support cases, including troubleshooting decisioning workflows and handling escalations. Handle configuration changes and rate sheet updates by yourself Contribute with the knowledge base by documenting recurring issues and proposing improvements to troubleshooting workflows
// Within 9 months, you will: Resolve advanced issues in decisioning workflows and troubleshoot complex integration problems Handle high-risk or critical cases end-to-end, ensuring timely resolution and clear communication with management Actively contribute to discussions about product enhancements based on customer insights and case trends Shadow newer team members, sharing your knowledge and expertise
Skills & Qualifications
Strong communication: Clear and concise explanations of technical concepts and effective documentation.
Technical skills: Proficiency in a ticket / help desk system (Freshdesk, Zendesk, Jira, etc.) Good knowledge about SLAs and prioritization. Experience with application performance monitoring (APM) tools and log analysis. Proficiency in SQL database queries. Knowledge of JSON reading/writing for troubleshooting and integrations. Experience with Git and CLI (shell) tools. Familiarity with Python or TypeScript is a plus but not required.
Team collaboration: Effective in cross-functional teams.
Customer focus: Empathy and commitment to positive client experiences.
Knowledge sharing: Desire for constant knowledge base and documentation improvements.
Self-motivation: Eagerness to learn and adapt in a dynamic environment.
Benefits
Remote Flexibility: Enjoy the freedom of remote work from anywhere, balancing life and career seamlessly.
Unforgettable Off-Sites: Twice a year, bond with colleagues in exciting destinations, fostering teamwork and fresh ideas.
Paid Time Off and National Holidays: Enjoy 20 PTO days yearly and the National Holidays for relaxation and rejuvenation.
Stock Options: Joining us means having a stake in our success, so you'll receive stock options as part of your compensation package.
Home Office Setup: Create your ideal workspace with a dedicated budget for home office essentials.
Work Trip Budget: Grow personally and professionally with a budget for work-related trips and co-working.
